▪ Manage a team of Training Associates for Computing Services, Home Theater, Post Purchase and Mobile Phone lines of business in a Best Buy Call Center. ▪ Serve as single-point-of-contact to Best Buy for all training needs.▪ Develop, review and maintain knowledge of policy and procedural curricula that are trained to Best Buy/Geek Squad Call Center Agents, Supervisors and Quality Analyst. Conduct New Hire and Continuing Education training for all staffing levels.▪ Analyze dashboards… Show more ▪ Manage a team of Training Associates for Computing Services, Home Theater, Post Purchase and Mobile Phone lines of business in a Best Buy Call Center. ▪ Serve as single-point-of-contact to Best Buy for all training needs.▪ Develop, review and maintain knowledge of policy and procedural curricula that are trained to Best Buy/Geek Squad Call Center Agents, Supervisors and Quality Analyst. Conduct New Hire and Continuing Education training for all staffing levels.▪ Analyze dashboards to determine strengths and areas of opportunity. Create Continuing Education courses or seek other vendor-created curriculum to help address those areas of opportunity.▪ Evaluate skills and delivery of other trainers. Advise trainers of learning opportunities that would help increase their program knowledge and improve delivery of training content.▪ Manage the flow of new information to Quality Analyst (QA) and Call Center Supervisors. Track their completion of Continuing Education, eLearning modules and reading of Knowledge Management alerts so that they are current on processes and policies. Meet with them to discuss trends so that learning tools can be implemented to bridge any gaps.▪ Complete training progress reports, payroll and attrition reports daily. Review and provide summaries or guidance, as necessary, on reports submitted by all trainers.▪ Submit and track activities related to employee credentials, voice and technology problem tickets.▪ Regularly provide supervisory support to agents needing second-level guidance and resolutions on the call center floor. Also, attend team huddles to provide updates and program alerts.▪ Use Verint, Confirmit, Collasus, side-by-sides, barge-ins and other tools to listen to agent calls and review customer satisfaction surveys. Discuss trends with Trainers, QA, Supervisors and Managers.▪ Regularly monitor metrics of all lines of business and also individual agents. Show less

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 Provide leadership & coordination in the development & administration of statewide organizational learning programs for over 8,000 state govt. staff Provide technical assistance to support program efforts during the initiation, planning, execution, closure & evaluation life cycle.  Implement state professional development & training programs that facilitate achievement of goals & objectives & conform to state and federal policies and procedures. . Supervise managers responsible… Show more  Provide leadership & coordination in the development & administration of statewide organizational learning programs for over 8,000 state govt. staff Provide technical assistance to support program efforts during the initiation, planning, execution, closure & evaluation life cycle.  Implement state professional development & training programs that facilitate achievement of goals & objectives & conform to state and federal policies and procedures. . Supervise managers responsible for directing statewide training, technology, evaluation and curriculum development staff using current and widely accepted management principles to maximize human, financial & technical resources & to adhere to state and department rules, regulations and procedures related to personnel. Oversee the execution & evaluation and numerous economic services, social services, technology-based & other contracts with the State of GA Schools of Social Work, technology colleges & individual contractors. Show less

 Managed the implementation of an Online Registration & Certification Tracking System for DCFS training using Oracle 8i & MS Access databases.  Developed policies & procedures for the coordination of registration & logistical functions for approximately 8,000 staff. Contract manager of annual $2.3 million grant to lease approximately 12 instructor-led classroom, 7 computer labs, space & equipment at 12 Department of Technical & Adult Education colleges.  Negotiated & managed… Show more  Managed the implementation of an Online Registration & Certification Tracking System for DCFS training using Oracle 8i & MS Access databases.  Developed policies & procedures for the coordination of registration & logistical functions for approximately 8,000 staff. Contract manager of annual $2.3 million grant to lease approximately 12 instructor-led classroom, 7 computer labs, space & equipment at 12 Department of Technical & Adult Education colleges.  Negotiated & managed MOAs & contracts between DFCS & over 30 state government & private agencies (’01-’04).  Sole DFCS Level 3 Security Administrator responsible for the selecting of a vendor through RFP process, setting of business rules for the DHR Learning Management System.  Directly supervised IT training professionals. Supervised the Project Administrator who supervises 12 DTAE contract IT staff. Developed all job announcement & criterion for DTAE & unit positions. Show less

 Facilitated Structured Walk-Through of VA Online Automated Storing and Information System (OASIS) and JAD sessions with VA DHS IT and child welfare SMEs to gather technical information, including policy and development information.  Led trainer of a team that trained Windows, MS Office applications and OASIS to over 2,500 child welfare staff. Administered written and practical exams. Completed performance reports evaluating trainees’ performances. Conducted site visits to… Show more  Facilitated Structured Walk-Through of VA Online Automated Storing and Information System (OASIS) and JAD sessions with VA DHS IT and child welfare SMEs to gather technical information, including policy and development information.  Led trainer of a team that trained Windows, MS Office applications and OASIS to over 2,500 child welfare staff. Administered written and practical exams. Completed performance reports evaluating trainees’ performances. Conducted site visits to colleges to ensure hardware and software requirements were met. Installed proprietary software, compatible Internet versions, LCD projectors and printers. Guided team of technical writers on development of the curriculum and User Desk Guides for OASIS, MS windows and MS Office functions. Created graphical images, flow charts, outlines, tests, and diagrams for inclusion in documentation. Reviewed, edited, and proofread material written by other trainers, technical writers or policy experts. Show less